Manager, Customer and Product Support

Location: United States (Remote)

Reports to: Director, Head of Customer & Product Support

About AlphaSense

AlphaSense is a market intelligence and search platform used by the world's leading companies and financial institutions. Since 2011, our AI-based technology has helped professionals make smarter business decisions by delivering insights from an extensive universe of public and private content—including equity research, company filings, event transcripts, expert calls, news, trade journals, and clients’ own research content.

Headquartered in New York City, AlphaSense employs over 1,350 people across offices in the U.S., U.K., Finland, Germany, India, and Singapore. For more information, please visit www.alpha-sense.com.

About the Team

Customer & Product Support (C&PS) sits at the intersection of sales, customer success and technical support. Through close teamwork and collaboration, we drive positive customer outcomes and ensure seamless access and optimal utilization of AlphaSense’s market-leading platform and products. We are committed to enhancing every user’s experience through consistent delivery of prompt and knowledgeable responses. The Customer & Product Support team is based globally across the US, UK, India and Singapore.

About the Role

We are looking to hire a Manager, Customer & Product Support to help shape, lead and support the growing team at AlphaSense. In this position, you will be responsible for growing and building an existing team of support team members. Your role will involve managing the quality and efficiency of the team’s output through all client communication channels including live chat, email support and account/trial project assistance. This role will require oversight of the team’s technology tools, processes and workflows in addition to monitoring and coaching the team to consistently achieve all KPIs and SLAs. The success of this role depends on your ability to lead your team, ensure exceptional customer satisfaction and partner effectively with other stakeholders. 

Who You Are

• Customer service leader with a passion for operational excellence and leveraging technology to drive solutions at a high-growth B2B SaaS market leader
• Three to five years of previous management experience in a global business including involvement with hiring, onboarding and performance management of direct reports
• A people-first mindset with a “roll up your sleeves” attitude to lead by example
• Passionate about technology and systems with a track record of driving productivity through coaching and measuring KPIs/SLAs
• A strong communicator with the ability to influence desired outcomes 
• Obsessed with adding value to your team through coaching and feedback
• Ability to handle ambiguity, proactively identify challenges and present solutions 
• Strong integrity in all interactions and decision making
• Exceptional attention to detail and organizational skills 
• Comfortable with handling operational data including interpreting, analyzing and deriving actionable insights
• Experience with any/all of the following: Zendesk, Salesforce, JIRA 

What You’ll Do

• Lead a team of multi-tiered support team members ensuring AS products are functioning in real time for our customers via troubleshooting, escalating bugs, responding to tickets while driving client service excellence and satisfaction as well as ensuring adoption/full utility of AlphaSense products through deep technical and functional knowledge
• Cultivate a positive and trusting environment through exhibiting our values and ongoing coaching, feedback and development of team members
• Verify all customer feedback is adequately captured and escalated as needed to the appropriate teams, identifying any themes or key areas of focus to address
• Maintain an in-depth knowledge of new products, features and releases to serve as an expert, point of contact for incident management and best inform your own decision-making
• Collaborate and build strong relationships with Customer Success, Product and other internal stakeholders to resolve queries and contribute to key initiatives 

• Develop goals in-line with departmental OKRs and monitor team member’s performance through both qualitative and quantitative (KPIs, SLAs) measurements
• Drive adherence to the team’s best practices, workflows and processes and identifying areas of improvement 
• Hire and train new team members ensuring onboarding is comprehensive and kept up-to-date with product and tech evolutions
• Anticipate needs to maintain exceptional customer support and enable our scale for resources, processes, data, etc.
• Identify ways to ensure your local team remains integrated and act as a mentor and resource for the global Customer & Product Support team

• Prepare regular updates on the team’s performance and areas of improvement 

EEO Statement

AlphaSense is an equal-opportunity employer. We are committed to a work environment that supports, inspires and respects all individuals. All employees share in the responsibility for fulfilling AlphaSense’s commitment to equal employment opportunity. AlphaSense does not discriminate against any employee or applicant on the basis of race, color, sex (including pregnancy), national origin, age, religion, marital status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any other non-merit factor. This policy applies to every aspect of employment at AlphaSense, including retirement, hiring, training, advancemen, and termination. In addition, it is the policy of AlphaSense to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where a particular employee works.